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How to win over clients despite stiff competition

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clemento
Member
#1   Posted: 28 Oct 2005 08:11
 


I am project development supervisor with a new Internet Service Provider in Nigeria. We are facing stiff competition from older ISPs. How do you think my organization can distinguish itself and winning over many clients with good customer service?

yeusmarn
Member
#2   Posted: 28 Oct 2005 23:10   Edited by: yeusmarn
 


Good customer service flows through the different stages of business with your clients. During the different stages of prospecting, selling and post-purchase, an organisation can take steps to ensure that clients receive incredible and memorable service. In my opinion, this may be where some business falter, they may provide good service at one stage (e.g selling) but fail to impress with good customer support during a customer's tenure with them, leading to eventual customer decay.

Perhaps you may wish to consider the following questions, and it would be good if you can not only consider them based on your product offerings, but also review from the holistic perspective of a customer's experience.

- What are the unique strengths of your Organisation?
- Does your Organisation live up to customer's expectations in terms of service rendered and if so, how can you surpass those expectations?
- Is there a deep understanding of the needs and requirements of the market segment that you are targeting? How do you meet those needs and package it into a relationship building exercise instead of just a mere sales transaction?

Building a reputation for good customer service takes effort, but over time, will reap good rewards. But whats fundamentally important is that transforming an organisation to be customer centric involves a paradigm shift in thinking and working at all levels, not just a cosmetic enhancement in work processes or procedures.

Cheers!

sf2k
Member
#3   Posted: 28 Nov 2005 10:23
 


yes well said

put the customer service team inside the management circle. Think of everyone as either an internal or external customer, with requirements they each need to get the job done. This keeps management flat without sacrificing quality of service. And also makes for great meetings!

Everyone is in a circle. Without the other we fail, so what do I need from that other department, and what must they know from me to reduce my problems?

good luck

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